About this role:

Wells Fargo is seeking a Lead Customer Experience Consultant in Enterprise Customer Experience, part of Consumer and Small Business Banking.  This role is for a seasoned Customer Experience (CX) professional, capable of partnering with teams across the enterprise to improve how we collectively produce and utilize CX insights to inform strategy and drive change.  Acting as a consultant to a variety of stakeholders and senior business leaders, this role calls for someone that is strategic, analytical/data-driven, and an exceptional communicator.  

We utilize a variety of sources of customer feedback (e.g. surveys, reviews, social media) and operational and behavioral data to understand what our customers are experiencing across Wells Fargo’s different businesses.  As a CX transformation leader, this role will help ensure we have the tools and routines in place to have a comprehensive way of monitoring customer experience at Wells Fargo, and ultimately to deliver actionable insights that will lead to CX improvements.  As an individual contributor, this role is expected to showcase influence as a trusted advisor/guide to other teams while also being comfortable playing a hands-on role extracting/analyzing data to produce actionable insights. An individual in this role will be critical to deepening our partnership with other CX teams across the enterprise and strengthening the quality of insights/CX opportunities produced from our collective efforts.  Ultimately, this role will contribute to work efforts aligned to building out and executing a CX Roadmap in partnership with channel, product, and customer segment teams.

An ideal candidate for this role is:

Passionate about customer experience; a CX thought leader that can help drive customer centricity into everything we do

Adept at developing relationships, navigating large organizations, and gaining stakeholder buy-in

Comfortable with ambiguity; possesses the ability to identify new opportunities and formulate a plan to action against it with various stakeholders.

Skilled at analyzing different types of data to develop insights and make strategic recommendations 

Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

Analyze internal and external data using various tools to track competitors and find ways to enhance customer experience

Create and deliver presentations for senior leaders and key stakeholders

Manage and strengthen partnerships with external vendors and data providers

Identify and explore new customer experience data sources to deepen insights

Collaborate across business units and advise leadership as a trusted CX expert

Develop and improve processes to streamline analysis and boost reporting efficiency

Required Qualifications:  

5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

5+ years of experience in a consulting role, working hands-on with medium-to-large datasets to produce insights and make recommendations for (external or internal) clients

Working knowledge of survey tools and approaches to analyzing voice of the customer (VoC) data

Familiarity with Customer Experience principles and tools: Net Promoter System, journey mapping, customer personas/customer segmentation, Text Analytics, benchmarking

Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members

Experience communicating and presenting complex information to multiple levels of the organization

Experience navigating through ambiguity

Advanced Microsoft PowerPoint skills

Master of Business Administration (MBA)

Knowledge and understanding of data visualization tools

Job Expectations:

Ability to travel up to 10% of the time.

This position offers a hybrid work schedule.

This position is not eligible for Visa sponsorship.

Posting Location(s):                                                    

401 S Tryon St.  – Charlotte, North Carolina 28282

333 Market St. – San Francisco, California 94105

Required locations listed.  

Pay Range
 

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.

$119,000.00 - $224,000.00

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

Health benefits401(k) PlanPaid time offDisability benefitsLife insurance, critical illness insurance, and accident insuranceParental leaveCritical caregiving leaveDiscounts and savingsCommuter benefitsTuition reimbursementScholarships for dependent childrenAdoption reimbursement

Posting End Date:

23 Aug 2025

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

 

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.